Frequently Asked Questions

Ready made answers to often made questions. Have some to suggest? Get in touch!

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77 articles in this collection
Written by Paul Yardley, Alex Batlin, Julio Delgado and 4 others

How do you turn on push notifications for TrustVault?

Receive notifications from your TrustVault app
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Written by Helpdesk
Updated over a week ago

How is my billing calculated?

How does Trustology work out how much to charge?
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Written by Support Lead
Updated over a week ago

What happens to my crypto assets if I die?

Crypto assets passing to next of kin in the event of death
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Written by Support Lead
Updated over a week ago

Onboarding

In order to open an account with us we need to know who you are...
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Written by Admin Trustology
Updated over a week ago

Can I get a refund?

Due to the irreversible nature of cryptocurrency transactions, we do not offer refunds on transactions that you perform.
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Written by Support Lead
Updated over a week ago

I get an error on my token balance

ERC20 balance issue
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Written by Support Lead
Updated over a week ago

What verification tests do you perform?

KYC Checks
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Written by Support Lead
Updated over a week ago

How do I use this new design?

New UI, why can I see all these tokens?
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Written by Support Lead
Updated over a week ago

Why these tokens?

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Written by Support Lead
Updated over a week ago

Its all gone Blue?

My Ethereum tabs have changed colour
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Written by Support Lead
Updated over a week ago

What should I do if my mobile phone is lost or stolen?

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Written by Julio Delgado
Updated over a week ago

How do I disable my existing MetaMask plugin and enable the TrustVault Chrome extension?

Using the beta version of the TrustVault chrome web plugin
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Written by Necati Munir
Updated over a week ago
Crypto Basics

What is a blockchain address?

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Written by Support Lead
Updated over a week ago

What two bits of information do you need to have, to transfer crypto assets?

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Written by Support Lead
Updated over a week ago

What’s the difference between a private key and a password

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Written by Support Lead
Updated over a week ago

How do you create an address from a public key?

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Written by Support Lead
Updated over a week ago

What is a public key?

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Written by Support Lead
Updated over a week ago

What are Transaction Fees?

Transaction Fees
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Written by Support Lead
Updated over a week ago

How do you create a public key from a private key?

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Written by Support Lead
Updated over a week ago

What is a private key?

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Written by Support Lead
Updated over a week ago

Where can you store private keys?

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Written by Support Lead
Updated over a week ago

How do you create a private key?

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Written by Support Lead
Updated over a week ago

How can someone steal crypto assets?

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Written by Support Lead
Updated over a week ago

How can you create a transfer transaction?

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Written by Support Lead
Updated over a week ago

What do you need to do to a transaction before you submit it?

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Written by Support Lead
Updated over a week ago

What is a hash?

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Written by Support Lead
Updated over a week ago

How does signing work?

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Written by Support Lead
Updated over a week ago

Compare encryption with signing?

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Written by Support Lead
Updated over a week ago

What must you have access to in order to submit a transaction?

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Written by Support Lead
Updated over a week ago

Can everyone see your transaction?

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Written by Support Lead
Updated over a week ago

What is gas?

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Written by Support Lead
Updated over a week ago

Who earns gas fees?

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Written by Support Lead
Updated over a week ago

Who confirms your transaction?

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Written by Support Lead
Updated over a week ago

How long does it take to confirm a transaction?

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Written by Support Lead
Updated over a week ago

Can a transaction be reversed?

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Written by Support Lead
Updated over a week ago

When is it safe to assume that the transaction has settled?

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Written by Support Lead
Updated over a week ago

Compare hot with cold wallets?

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Written by Support Lead
Updated over a week ago

Compare custodial with non-custodial wallets?

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Written by Support Lead
Updated over a week ago

Why would someone need a custodial wallet?

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Written by Support Lead
Updated over a week ago

Why would someone self custody?

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Written by Support Lead
Updated over a week ago

Compare software with hardware wallet?

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Written by Support Lead
Updated over a week ago

How does encryption work?

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Written by Support Lead
Updated over a week ago

Compare symmetric (secret key) with asymmetric (public key) cryptography?

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Written by Support Lead
Updated over a week ago

Compare encryption with signing?

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Written by Support Lead
Updated over a week ago

What is a UTXO structure?

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Written by Support Lead
Updated over a week ago